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BPO Customer Care Analyst

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Date: Sep 10, 2022

Location: Lincoln, NE, US

Company: NTT DATA Services

*For Variable Life Product Support(US only) 
We are looking for an outgoing Customer service Senior associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer service associate will be instrumental in customer service by addressing concerns and service issues, and by communicating in a professional, positive manner. You will apply your multitasking skills by listening and speaking to customers, navigating computers, and typing call interaction, documentation simultaneously. You will have the ability to swiftly gain customer confidence and trust. This position will be based out of our Lincoln, Nebraska office. 
To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills. 
 
In these roles you will be responsible for: 
•    Providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Voice/Chat/email. 
Ensuring customer satisfaction and strive to meet service standards. Providing Outstanding customer service 
•    Processing and logging incoming calls into the CRM system. 
•    Identifying customer needs, Forwarding and escalating inquiries to relevant individuals and departments. 
•    Communicating effectively and professionally with both internal and external customers to resolve questions and issues. 
Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team. 
Collaborating with management or other team members as appropriate to proactively address service issues and concerns. 
•    Maintaining confidentiality of information. 
•    Performing other duties as the need arises. 
Required Skills for this role include: 
•    Series 6 and 63 license required  
•    At least 2-3 years of experience in a professional/office related environment (i.e. office support, administrative, clerical, customer service) that required you to work regularly scheduled shifts. 
•    At least 2-3 years of proficient experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools. 
•    12+ months of experience in a role that required attention to detail, accuracy, and accountability for your work product. 
•    12+ months of experience in a role that required you to communicate (oral/written) effectively in a professional/office setting. 
•    An education level of at least a diploma or graduate Preferences. 
•    Ability to sit at a desk/remote for extended periods.  
•    Proficient with MS Office suites and leading CRM tools such as Salesforce 
•    Able to work US shifts, and weekends except Sunday 
 
Preferred Skills include: 
Previous insurance industry experience that required knowledge of Life insurance and annuity policies where you handled interactions(calls/chat/email) from customers inquiring about payments, policy information, or claims 
For TA Team on License:  
Associate needs to have passed at least 2 exams (the SIE and Series 6) via FINRA.  The SIE is required to take the Series 6.  The state of Nebraska also requires 63 license.  
https://www.kaplanfinancial.com/securities/sie-series-6 
https://www.finra.org/registration-exams-ce/qualification-exams 


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